Recordal of call results in a predictive dialing application

ABSTRACT

A method and apparatus for the recordal of call results in a computer database in a predictive dialing application. Operators communicate call results back to the dialing controller using DTMF signals. The system uses a single computer to coordinate, administer and store the results of the campaign, and the need for computer terminals at the operator stations is eliminated, since any DTMF capable device could be used.

This application is a continuation-in-part of patent application Ser.No. 09/538,557, filed Mar. 29, 2000, now U.S. Pat. No. 6,757,375 whichis a continuation-in-part of application Ser. No. 08/953,615, filed Oct.17, 1997, now U.S. Pat. No. 6,198,814.

TECHNICAL FIELD AND BACKGROUND OF THE INVENTION

This invention is in the field of predictive dialing systems, and moreparticularly deals with the provision of a low-cost automated method ofrecording telephone call results in the contact database employed in apredictive dialing campaign.

Predictive dialing systems have greatly increased the efficiency oftelemarketing operators, allowing them to spend their time talking toprospects rather than doing the mechanical tasks necessary to establishcontact with the prospect. These systems automatically dial telephonenumbers from a list stored in a prospect database. Busy signals andunanswered calls are recycled for dialing later, and answered calls areput in a queue to await a non-busy operator. Thus the operators aresupplied with a steady stream of prospects on answered telephone lines.

Specified information from the database about the prospect can also bedisplayed to the non-busy operator receiving the call. Various computerprograms are used to attempt to match the flow of answered calls tonon-busy operators, minimizing both the waiting time for prospects andthe idle time for operators.

A further desired feature of such systems is the ability to record theoutcome of the calls made back in the prospect database. The systemmanager is thereby provided with the information he requires about thecall results. As well, typically, once all numbers in the database havebeen dialed, the system starts through the list of telephone numbersagain. The results recorded for the previous call to this number willindicate whether the number should be dialed again or skipped.

Present systems employ a computer terminal for each operator, allowingconsiderable detailed information to be relayed firstly to the operatorabout the contact, and secondly to the computer database about theoutcome of the call. In many applications however, such detailedinformation is not necessary, and it may not be necessary that theoperator have any information about the prospect he is talking to. Insome systems, such as that disclosed in U.S. Pat. No. 5,341,412 to Ramotet al., control of the telephone functions is also done through thecomputer keyboard or mouse. The cost of such a system is high, however,limiting the market for this type of equipment, since in a typicalsixteen operator installation there would be at least seventeencomputers and a network linking them required, in addition to thedialing controller and sixteen operator telephones, and sixteen totwenty outside telephone lines. Present systems also require a computernetwork linking all computers to the predictive dialer and the computerdatabase.

A predictive dialing system which eliminated the need for computerterminals at each operator station while continuing to provide for calldata feedback from the operators for storage in the campaign databasewould be desirable. The device would be much simpler to install andmanufacture, and obviously the cost would be lower as in the cost ofoperator computer terminals and their supporting computer network can beeliminated.

This could be accomplished using operator devices, with dial tonemultifrequency (DTMF) capability. DTMF signals could be fed back to thedialing controller where they could be converted into data fortransmission to and storage in the database. Call results could bedialed back into the central database from the keypad of a basicoperator telephone set or any other DTMF-capable device.

Using DTMF signals to send information to the central database in apredictive dialing application would allow any DTMF-capable device to beused by the operators. Basic DTMF devices, such as telephones, areinexpensive and can make such a predictive dialing apparatus veryaffordable, in addition to very useful in applications not requiring thefull complexity and multitude of functions provided by a systememploying computer terminals at every operator station.

SUMMARY OF THE INVENTION

It is the object of the present invention to provide a predictivedialing method and apparatus which will eliminate the need for computerterminals at the operator stations.

It is also the object of the present invention to provide, in apredictive dialing application, a system for entering call results intoa computer database that is more economical to set up and maintain thanthose systems presently available.

It is the further object of the present invention to provide, in apredictive dialing application, a system for entering call results whichallows the system manager to preconfigure which call results which willbe allowed, including a call result which might indicate to the databaseand the dialing controller that the telephone contact should be repeatedor not.

The predictive dialing apparatus of the present invention accomplishesthese objects comprising a central computer containing a database ofprospect records, each said prospect record including telephone dialinginformation for making a telephone contact and a field for storing acall data response in relation to said telephone contact; a plurality ofDTMF-capable operator devices; and a dialing controller which iscontained within and internally connected to said central computer, saiddialing controller also being operatively connected to a plurality ofoutside telephone lines and each said operator device, whereby saiddialing controller can dial telephone calls on said outside telephonelines based on telephone dialing information received from said centralcomputer and connect each such call to an operator device, said dialingcontroller including a DTMF signal interpreter to receive DTMF signalsrepresenting call data from said operator devices and translate saidDTMF signals into call data responses, said dialing controller thentransmitting said call data responses to said central computer forstorage in relation to their respective prospect records in thedatabase.

The number of outside telephone lines might be greater than the numberof operator devices, to allow for the maximization of operator contacttime on the telephone.

Acceptable call data responses could be preset in the central computerand enforced by the dialing controller during the handling of telephonecalls. This would allow for the enforcement of a standard datacollection policy across all of the operator telephones. One of the calldata responses which might be returned to the central computer forstorage in the database with respect to a prospect record might indicatewhether or not that respective telephone contact should be repeated.

The operator devices which could be used could be any type of aDTMF-capable device, including a telephone.

Also disclosed is a method of entering call results in a computerdatabase in a predictive dialing application, said database residing ina central computer and comprising a plurality of prospect records eachincluding telephone dialing information for making a telephone contactand a field for storing a call data response in respect of saidtelephone contact, said method comprising dialing telephone calls totelephone contacts listed within said database using a predictivedialing apparatus, said predictive dialing apparatus comprising aplurality of DTMF-capable operator devices and a dialing controllerwhich is contained within and internally connected to said centralcomputer, said dialing controller also being operatively connected to aplurality of outside telephone lines and each said operator device, saiddialing controller including a DTMF signal interpreter to interpret DTMFsignals received from said operator devices, whereby said dialingcontroller can dial telephone calls on said outside telephone linesbased on telephone dialing information received from said centralcomputer, and connect each such call to an operator device. Call dataregarding such telephone calls is sent from the operator devices to thedialing controller by way of DTMF signals, which can be translated bythe DTMF signal interpreter into a call data response. The call dataresponses are then in turn transmitted from the dialing controller tothe central computer for storage in the database in relation to theirrespective prospect records.

This method might be practiced where the operator devices weretelephones.

Data standardization within the method could be established byprogramming an acceptable range of call data responses into the centralcomputer and allowing the dialing controller to enforce the use of suchpreset call data responses during the handling of telephone calls. Acall data response returned to the central computer might include aresponse which indicated whether or not that respective telephonecontact should be repeated again.

The method and apparatus of the present invention allows for limitedfeedback to a central database in a predictive dialing applicationwithout the need for a computer terminal at each operator station. Theuse of DTMF tones, which can be generated by almost any telephone ormany other devices, allows for a wide range of inexpensive equipment tobe used as the operator devices.

The present invention provides a much simplified system which is muchmore economical for the purchaser to buy and set up, as there is, atminimum, only a standard analog telephone set at each operator station,rather than a computer terminal. Only one computer is needed, whichhouses the central database and the dialing controller. The predictivedialer itself could be any dialer with an appropriate interface allowingfor the receipt, translation and transfer of DTMF signals from theoperator devices to the computer database to be recorded therein inrelation to their respective prospect records.

While the invention is claimed in the concluding portions hereof,preferred embodiments are provided in the accompanying detaileddescription which may be best understood in conjunction with theaccompanying diagrams where like parts in each of the several diagramsare labeled with like numbers, and where:

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram illustrating the hardware of one embodiment ofthe system in which the present invention is employed;

FIG. 2 is a flow diagram of the method of the present invention;

FIG. 3 demonstrates the method of FIG. 2 practiced in the embodiment ofFIG. 1; and

FIG. 4 is a block diagram illustrating the hardware of an embodiment ofthe system in which a dialing controller is housed within a centralcomputer.

As outlined above, the present invention concerns a predictive dialingapparatus which uses DTMF-capable devices as operator stations andavoids the need for any computer terminals at each operator station,while preserving the ability for limited feedback to be sent from theoperators to the central database and recorded in respect of individualprospect records.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT AND THE BEST MODE

One embodiment of this system is shown in FIG. 1. The predictive dialingsystem (1) first includes a central computer (2) which houses a database(3) of prospect records. Each prospect record (4), as is demonstrativelyshown in FIG. 1, contains at a minimum telephone dialing information (5)which can be fed to the dialing controller (7) to initiate a telephonecall, as well as containing a field in which a call data response (15)can be recorded based on feedback received from the operator devices(8).

The central computer (2) might be any of a number of different computersor collections of computers under a number of different operatingsystems. The computer could be, for example, a personal computer, amini-computer, a main frame computer or a computer running in adistributed network of other computers. The specific choice of computeris limited only by processing and disk storage requirements, along withthe requirement for bi-directional communication with the dialingcontroller (7).

The system (1) includes a plurality of operator devices (8). In theillustrated embodiment, each operator devices (8) is a DTMF-capabletelephone. Dial tone multi-frequency (DTMF) capability means that theoperator devices (8) generate audio frequencies upon being actuated,which dial tone multi-frequency output can be interpreted by the properDTMF signal interpreter and converted into usable data. The operatordevices (8) represent the universe of DTMF-capable telephones connectedto public telephone lines and networks.

The core of the predictive dialing system (1) of the present inventionis the dialing controller (7). The dialing controller (7) is housedwithin the central computer (2) and is internally connected to thecentral computer (2) such that bi-directional communication between thecentral computer (2) and the dialing controller (7) is possible.

In addition to being operatively connected to the central computer (2),the dialing controller (7) is also connected to a plurality of outsidetelephone lines (9) on which telephone calls (14) can be made, as wellas being connected to each of the operator devices (8). The centralcomputer (2) will send telephone dialing information (5) from a prospectrecord (4) in the database (3) to the dialing controller (7). Thedialing controller (7) will dial a telephone call (14) on an availableoutside telephone line (9) corresponding to the telephone dialinginformation (5) received from the central computer (2). The dialedtelephone call (14) can then be connected to a free operator telephone(8), when such becomes available. Once the telephone call (14) iscompleted, the dialing controller (7) will send back call data (6) tothe central computer (2) for storage in relation to its respectiveprospect record (4), as outlined in further detail below.

The dialing controller (7) includes a DTMF signal interpreter (14) whichcan receive and interpret DTMF signals, representing call data, fromeach operator telephone (8) and convert said DTMF signals into a calldata responses (15) which can be transmitted to the central computer (2)by the dialing controller (7) with such identifying information asnecessary to allow the central computer (2) to store the call dataresponse (15) in relation to the proper prospect record (4).

The key to rendering this low-cost predictive dialing alternative viableis the DTMF signal interpretation function, which allows for the receiptof DTMF signal feedback from an operator device (8) in respect of acompleted telephone call. DTMF signals received by the dialingcontroller (7) through its DTMF signal interpreter (14) are converted todigital data by the DTMF signal interpreter (14) and made available tothe central database (3) by transmission of such digital data from thedialing controller (7) to the central computer (2). The digital datayielded by the DTMF signal interpreter (14) are call data responses(15), which are stored in the database (3).

To outline procedurally the operation of the predictive dialing system(1) of the present invention. The central computer (2) selects the nextprospect record (4) in the database (3) on which a telephone contactcall is to be made. The telephone dialing information (5) pertaining tothat prospect record (4) is transmitted to the dialing controller (7)when the dialing controller (7) signals to the central computer (2) thatthere is an outside line (9) available and that the dialing controller(7) is ready to make a telephone call on such outside line (9). Uponreceipt of telephone dialing information (5) from the central computer(2), the dialing controller (7) dials a telephone call (13) on theavailable outside line (9). This telephone call (13) is then connectedto an available operator telephone (8). An operator at such an operatortelephone (8) can then conduct whatever type of telephone conversationis necessary with the person being contacted and either upon completionof the telephone call or alternatively upon some other terminatingevent, such as a busy signal or line out of service, the operator of theoperator telephone (8) can log a call result back into the centraldatabase (3) with respect to the prospect record (4) in question.

Some other terminating events which might be wished to be logged intothe database would be where the decision maker was not at home, if ababysitter answered the telephone or if it was an inconvenient time forthe party receiving the call to talk. In the case of a busy signal or anon-answered telephone call, it might also be possible for the dialingcontroller to automatically detect this and for the dialing controlleritself to automatically log a certain call result back into the databaserespecting that prospect record.

One of the types of call data response (15) which could be sent back tothe database (3) from the operator telephone (8) could be a flag toeither repeat a contact with a certain prospect record (4) upon asubsequent pass through the database (3), or alternatively to avoidrepeating a contact with either a bad record or where a negativetelephone response was received.

Various different call data responses (15) could be recorded in thecentral database (3), each of which standardized call data responses(15) could be used in a statistical analysis or otherwise of the resultsof the telephone campaign. For example, a “1” might mean a positiveresponse, a “2” might mean a negative response, a “3” might mean theyneed someone else to call them back with further information, a “4”might mean that there was no one there and that another call should bemade or that the call should otherwise be repeated, or a “5” might meana negative response along with the requested or suggested removal of theprospect record (4) in question from any further telephone contact. Itwill be understood that any various type of call data response schemecould be used insofar as could be accomplished using one or more DTMFsignals. For example, where a single DTMF tone only was to be used, upto 12 different call data responses (15) could be recorded in thedatabase (3). Where two digits were used to comprise the call dataresponses (15), the number would increase from 12 to over 100. If evenfurther specificity was required, more than two digits or two DTMFsignals could be used in the relaying of call data back to the dialingcontroller (7).

The call result is logged back to the database (3) from the operatortelephone (8) by generating a DTMF signal (6) from the operatortelephone (8). These DTMF signals (6) will be received by the DTMFsignal interpreter (14) in the dialing controller (7) and converted intoa call data response (15) which can then be transmitted back to thecentral computer (2) for storage with respect to the proper prospectrecord (4).

In a predictive dialing system such as the one shown (1), when the lastprospect record (4) in the database (3) is reached, the computer (2)cycle back to the beginning of the database (3) to repeat contact withany prospect records (4) which are flagged for repeat contact in thedatabase (3).

It will be understood that any predictive dialer or dialing controllerwhich accomplishes the object of relaying information from an operatordevice to the computer database by way of DTMF signals from the operatordevice to the dialing controller or predictive dialer, is contemplatedwithin the scope of the present invention.

FIGS. 2 and 3 demonstrate the method of the present invention. FIG. 2demonstrates in an overall flow diagram the subject matter of the methodof the present invention, namely transmitting call data from an operatordevice by way of a DTMF signal back to the dialing controller, where itis converted into digital data for transmission to and storage in theprospect database in the central computer. FIG. 3 shows in more detailthe operation of the method of the present invention if the embodimentof FIG. 1 were used as the apparatus.

As outlined in FIG. 2, the first step in the method is to send telephonedialing information to the dialing controller (7) from the prospectdatabase (3). The dialing controller will then dial a telephone call onan outside and connect that telephone call (13) to an available operatordevice (8). The operator of the associated device (8) will conduct atelephone contact at that time and, upon completion of the telephonecall, will send call data (6) back to the dialing controller (7) fromthe operator device (8) by way of DTMF signals. The DTMF signalinterpreter (14) incorporated in the dialing controller (7) will convertthese DTMF signal call data (6) into a call data response (15) which canbe transmitted back to the prospect database (3) for storage in relationto its respective prospect record (4). The dialing controller (7) can beadapted to run several such telephone calls and processes at the sametime.

FIG. 3 demonstrates this method in more detail. Upon sensing a freeoutside line, shown at A, the dialing controller (7) will requesttelephone dialing information (5) from the central computer (2). Thecomputer (2) will transmit telephone dialing information (5) from aprospect record (4) to the dialing controller (7). The dialingcontroller (7) will then dial a telephone call (13) on the free outsideline (9) and connect that telephone call (13) to an available operatordevice (8), shown at D. The operator will then conduct a telephonecontact, shown as E, and upon completion of the telephone contact willtransmit call data (6) back to the dialing controller (7) from theoperator device (8), in the form of DTMF signals, shown at stage F ofFIG. 3. Shown next at G is the translation of the DTMF signalstransmitted from the operator device (8) in question into data, being acall data response (15), which can be transmitted back to the computer(2) for storage in the proper prospect record (4) of the database (3).This is shown at G. Upon completion of the translation, the convertedcall data response (15) is transmitted to the central computer, shown atH. Finally, shown at 1, the call data response (15) is stored in theprospect database (3) as a call data response in respect of its relatedprospect record (4).

It will be understood that any type of a DTMF-capable device whichallowed for the conduct of a telephone contact and the feedback of calldata (6) to the dialing controller by way of DTMF signals arecontemplated within the scope of the present invention.

FIG. 4 illustrates an embodiment of the predictive dialing system (1).In this embodiment, the dialing controller (7) is housed within thecentral computer (2) and the dialing controller (7) is internallyconnected to the central computer (2). It is contemplated that thedialing controller (7) could be in the form of an expansion card orexpansion board that is internally connected to the central computer (2)by any type of suitable bus, i.e. a peripheral component interconnect(PCI) bus or an industry standard architecture (ISA) bus.

Thus it can be seen that the invention accomplishes all of its statedobjectives. The foregoing is considered as illustrative only of theprinciples of the invention. Further, since numerous changes andmodifications will readily occur to those skilled in the art, it is notdesired to limit the invention to the exact construction and operationshown and described, and accordingly, all such suitable changes ormodifications in structure or operation which may be resorted to areintended to fall within the scope of the claimed invention.

1. A predictive dialing apparatus, said apparatus comprising: a) acentral computer containing a database of prospect records, each saidprospect record including telephone dialing information for making atelephone contact and a field for storing a call data response inrelation to said telephone contact; b) a plurality of DTMF-capableoperator devices; c) a dialing controller which is contained within andinternally connected to said central computer, said dialing controlleralso being operatively connected to a plurality of outside telephonelines and each said operator device, whereby said dialing controller candial telephone calls on said outside telephone lines based on telephonedialing information received from said central computer, and connecteach such call to an operator device, said dialing controller includinga DTMF signal interpreter to receive DTMF signals representing call datafrom said operator devices and translate said DTMF signals into calldata responses, said dialing controller transmitting said call dataresponses to said central computer for storage in relation to theirrespective prospect records.
 2. The apparatus of claim 1 wherein saiddialing controller is an expansion card.
 3. The apparatus of claim 2wherein said card is physically connected to the remainder of thecomputer by a bus.
 4. The apparatus of claim 3 wherein said bus is aperipheral component interconnect (PCI) bus.
 5. The apparatus of claim 3wherein said bus is an industry standard architecture (ISA) bus.
 6. Theapparatus of claim 1 wherein the number of outside telephone lines isgreater than the number of operator devices.
 7. The apparatus of claim 1wherein a series of allowable call data from said operator telephonescan be preset in said central computer and enforced by said dialingcontroller.
 8. The apparatus of claim 1 wherein a call data responseindicates whether its respective telephone contact should be repeated.9. The apparatus of claim 1 wherein said operator devices aretelephones.
 10. A method of entering call results in a computer databasein a predictive dialing application, said database residing in a centralcomputer and comprising a plurality of prospect records each includingtelephone dialing information for making a telephone contact and a fieldfor storing a call data response in respect of said telephone contact,said method comprising: a) dialing telephone calls to telephone contactslisted within said database using a predictive dialing apparatus, saidpredictive dialing apparatus comprising a plurality of DTMF-capableoperator devices and a dialing controller which is contained within andinternally connected to said central computer, said dialing controlleralso being operatively connected to a plurality of outside telephonelines and each said operator device, said dialing controller including aDTMF signal interpreter to interpret DTMF signals received from saidoperator devices, whereby said dialing controller can dial telephonecalls on said outside telephone lines based on telephone dialinginformation received from said central computer, and connect each suchcall to an operator device; b) sending call data regarding saidtelephone calls from said operator devices to said dialing controller asDTMF signals; c) translating said DTMF signals into call data responses;d) transmitting said call data responses from said dialing controller tosaid central computer; and e) storing said call data responses in saiddatabase in relation to their respective prospect records.
 11. Themethod of claim 10 wherein said operator devices are telephones.
 12. Themethod of claim 10 wherein a range of allowable call data from saidoperator telephones can be preset in said central computer and enforcedby said dialing controller during the handling of telephone calls. 13.The method of claim 12 wherein a call data response returned to thecentral computer indicates whether its respective telephone contactshould be repeated.